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<p>The Department is doing all we can to deal with exceptional levels of demand. Our
priority is ensuring people get their benefit payments and that we can continue to
support those who need them most. The Department has mobilised robust business continuity
plans to ensure we can do just that.</p><p>We have introduced new processes to ease
pressure on waiting times for identity verification over the phone and other processes.
People making new claims for Universal Credit no longer need to call the Department
as part of the process. Once they have completed their online application we will
call them if we need to check any of the information they have given us.</p><p>Jobcentres
have remained open throughout, providing support to our most vulnerable customers.
In line with the easing of restrictions in England, from 1<sup>st</sup> July, people
will be able to make an appointment with their Work Coach if they can’t get the help
they want online or over the phone. Work Coaches, as part of the individualised approach,
will be calling all claimants to engage with them. We will continue to be align with
current guidance from Scotland and Wales.</p><p> </p><p>The Department is continually
assessing the service being offered to customers and we continue to keep staff numbers
under review as part of our response to the impact of Covid-19 on the labour market
and our support for jobseekers during this difficult time.</p><p>We have already committed
to increasing the number of Work Coaches [13500] and Case Managers, and recruitment
is already underway.</p>
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